Living Scriptures, Inc.

So Ms*** has been a customer with us since June of She has only purchase a handful or so DVDsThe first order she had settle out That order has been cancelled since Oct of She then entered into another agreement back in July of The first contact we have record of that
Ms*** contact via email back in November of She stated she has been trying to get the account resolvedShe had only wanted to access our products through streamingSince the cost was only $less then purchasing she decided not to move forward in that directionThe cost for our products has not changed since she first initially purchased back in The products that she did purchase are not animated and are more geared towards AdultsWe are willing for this account to be close but the bonuses she received back in July needs to be paid for and any balance owedIf she would like me to close and send out one final bill I can do soHer next shipment will ship out on February 15th since I have place a temporally hold waiting for Ms*** response

We did give the customer a 33% discount (over $600) for paying the account off in full. The refund for $was submitted back to the card ending in as mentioned in the previous message. I would be happy to give the customer the transaction ID for the refund if he would like to call in/email us directly since it could be sensitive information

So with MS*** she entered into her order back in January of Her order consist of seriesWe only sell our DVDs in full setsIn our terms and conditions it is stated that we have the right to change shipping and handling feesIf Ms*** could give me a call here at
Customer Service and to speak to my self (Rae j*** ) I would like to discuss what we can do for her in regards to changing her acccountI had reached out today via telephone and left her a message to call me

I have placed a call today and left a message on voice mail for Ms*** to call Customer Service in regards to this issueWith reading her complaint of delivery of goods she is stating duplications and that is why she had returned a shipmentThe notes and conversations that we record on
her account does not match up to what Ms*** is statingI had pulled a telephone recording and she was explaining to our sales department of a duplicate container she had recievedHe told her he needed to transfer her over to the Customer Service departmentThe call was never connected either she had hung up or was disconnectWhen the shipement was returned we was not aware of any issues as it was refused and we had resent the package back out due the the commintment she had agreed uponWe can easlily have this account corrected if Ms*** would call Customer Service at ###-###-#### and option would be for our department

To Whom it May Concern,We have offered many generous settlement offers from the agreement that Mr*** entered into on August 25, I have enclosed a copy of the agreement that was signed and initialed by the purchaser *** *** agreeing to the terms of the contractLiving Scriptures
makes every attempt to make sure the customer is aware of the obligation to the orderWe emailed a copy of the contract upon his order being placed, and we emailed a verification letter on September to verify the account's complete purchase Mr*** called in on September regrettably to cancel but the day cancel time frame had elapsedHis contract could only be terminated by August (see page of contract) The customer service representative asked the customer if he was aware it was a contract, to which Mr*** replied yes, he understood the obligation and that it was a contractLegally in order to cancel the agreement an early termination fee must be payedMr*** refused the initial settlement offer so the supervisor generously offered to lower the settlement substantially and we also offered holds on his account all offers were vehemently refused by the customer. Living Scriptures has exhausted all the avenues to peaceably settle the account with Mr*** Our last offer is to rewrite his order for only half of his previous order for a total of DVD and we will generously allow him to keep all his extra bonuses that he received for the complete order a $valueWe feel this is a reasonable offer considering Mr*** was aware it was a contractual obligation.I look forward to resolving this issue peaceably in a satisfactory manner for both parties involvedWe have attempted to protect the consumer rights of Mr*** and ease his frustrations and we value him as a customer of Living Scriptures.Regards,Raejean W***

Living Scriptures offers streaming on a month to month basis We have found that customers that use the product absolutely love the streaming service, and we want customers to be able to use the product all the time We have found that many customers love watching the movies as a family
on the TV rather just within the apps or through the website, so we built a Roku Channel This would allow our customers to watch the movies as a family easily One obstacle we had was that many families did not have a Roku device to watch them, so we created a program that customer that would agree to purchase the streaming service for the next three years would be given a free Roku Customers are not required to commit to years, but once they do, and we deliver the Roku, we expect them to honor their end of the agreement The customer states that she agreed to the program for the years and in return was given a Roku I want to note that the customer engaged in a chat with a support rep on July 5th and stated that she wanted to cancel and return the Roku When the agent mentioned she was unable to cancel due to the three year commitment the customer stated that years was never mentioned to her After that conversation we listened to the phone call and the customer did agree to use the service for the next three years The customer stated that she just wants to go back to the month to month commitment with one of our agents today We would be willing to cancel the account for one-third of the amount remaining on the agreement, which is $at this time This amount lowers each month she becomes closer to the the three year agreement At this time we are still uncertain as to why the customer wants to cancel exactly, but if there was a major turn in events or a hardship perhaps we can come up with a different solution that would work for both parties

Complaint: ***
I am rejecting this response because:Being placed on the do not call list is not satisfactoryI wish for my information to be completely deleted by the companyI have been repeatedly assured that my information would be placed on the do not call list over the last month, only to receive another call a few days later (including one less than hours before the businesses response to this complaint)I have also been on the do not call list of this company for years only to then be "inexplicably" removed from the list. The only satisfactory solution is to permenately delete all my contact informationI don't think that is that difficult of a request.
Sincerely,
*** ***

The payoff promotion was an offer with the condition of only months free streaming For customer's agreeing to those term we would discount the remaining account over 30% This was a huge discount that we were offering The customer did not want to agree to the terms of the
promotion, which is why the payoff was never made Due to this customer investing so much into Living Scriptures we will honor the payoff amount of $and the streaming until Since the time the payoff was offered the customer has paid payments of $104.97, which leaves a balance of $ If this customer is able to pay the remaining $in full we will send her the remaining product on the account and allow her streaming until

Complaint: ***
I am rejecting this response because: Well, I accept those terms HOWEVER what about my missing DVD's The missing dvds from November until the time they finally updated my shipping address in April 2017? What about them? I still have yet to to receive them I updated it back in November but they only changed my billing address and not my shipping I will have an incomplete set !!!
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will be looking for a letter of cancellation in the mail to confirm cancellation
Sincerely,
*** ***

I did speak to Mrregarding the orderI believe it was is wife who entered into the agreement The contract was not canceled within the cancellation periodWith the information provided for his address and telephone number I am not able to locate his accountIf he would like to
call and speak to myself ( ***) so we can see if we can come to a solution to get the account resolved

I have researched Ms***'s complaints with her orderI have concluded that several errors were made The appropriate departments have been notified regarding that she was given a date of when a product was going to available to her when when we were not able to meet such date
I had called Ms*** this morning and discussed the issues with her with an apologizing for the issues involved

So today I have called and spoke to Mr***We talked in great detail on the accountWe went over when the account started and bonuses that were given and also touch on a few comments noted of conversations that has taken place through out the accountI had told Mr*** that we
would be willing to negotiate the amount of the settlement needed to pay to cancel or we can also readjust the order if needed to suit the financial needsMr*** is going to discuss with Mrs*** and get back with me on this account

Once the customer receives the remaining DVDs that are shipped She would just need to call customer service during office hours and we can go over which DVDs the customer is still missing to get them shipped out

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to go with the option number of lowering the early termination fee to $Please contact me to let me know how I can pay this ammount
Sincerely,
*** ***

As stated previously, Living Scriptures is willing to cancel the account for $if made in one payment If the customer would prefer a payment plan we can do four monthly payments of $each Once the payments are received in full the account will be cancelled and no longer held responsible for the remaining product on the contract If the customer would like to take advantage of one of these two options she would need to call and make payment arrangements no later than October 6th,

Complaint: ***
I am rejecting this response because: I will be seeking kegal help to resolve this matterYour company was misleading and dishonest in the quality of your product.
Sincerely,
*** ***

Living Scriptures is always willing to replace any product that came damaged or in unsatisfactory condition We are willing to settle the account for the $the customer has record of; however, we already told the customer we could not accept the proposed payment option of $1/month That would take the customer years to pay for the cancellation We have explained this to the customer and tried to even offer splitting it into two payments The customer received extra bonus items of over DVDs, which include Cokeville Miracles, Miracles, Ephraim's Rescue, Freetown, Saratov, etc At the time of purchase these titles were about $19.99-$each at Deseret Book At this point in time I would be willing to lower the termination fee to $ This is a one time offer, and our final offer The payment must be made in one payment and will expire 8/3/

I don't see any remarks on the account of the wife mentioning job loss Due to the agreement we wouldn't cancel the account; however, we would put the account on a hold for 60-days for the job loss hardship I am able to offer three options: If the customer wants to bring the
account current ($past due) we can remove the negative remarks from the credit due to the misunderstanding and resume the account The can lower the early termination fee to $to close the accountIf the customer would like to pay the account off in full and receive all of the product I can send them everything for only $instead of the $on the account. These offers are good until September 8th If the customer is willing to accept one of them please contact our office before that time to set up arrangements

We received a request to cancel the account at the end of July The account was cancelled September 19th the customer called wanting a refund for several months prior to his cancellation We explained we don't offer refunds for months that streaming was active The customer
explained he previously tried to cancel, but we have no record of any former notice We explained we offer chat during office hours or he may email at anytime After he called on 9/he sent a few email messages through our streaming contact us portal We responded the same day that the account had been cancelled in July Our customer service supervisor was off for the day and so we were unable to pull a request via chat It was explained we could do that the following day and if there was record of a previous cancellation request we would honor it We pulled up all chat's from the Laie, HI and the only chat we have is one from August 7th and there was no request to cancel There was no previous request via email to cancel either If the customer can provide us with proper documentation that a previous cancellation attempt was made we would honor an earlier request date, but at this time we can only find that the first request to cancel was in July and there was no mention of previous cancellation requests made at that time